Chelsea Chetty

Currently handling escalated IT issues across Microsoft 365, servers, networks, and virtual environments. I focus on fast, accurate resolutions while keeping clear records and always aiming to exceed SLA targets. I also support junior staff and help keep our documentation up to date.

Key Skills & Highlights:

• Strong across Microsoft 365 (currently doing MS-900), Windows Server, and Azure.
• Confident in virtualisation (Hyper-V/VMware), backups, endpoint protection & spam filtering.
• Comfortable with switches, routers, and firewalls – quick to diagnose and resolve issues.
• Clear communicator, proactive, and a natural problem-solver.
• Experienced in managed service environments and always ready to learn more.

Let me know if you want a version with bullet icons or want to adjust your job title slightly (e.g. Technical Support Engineer) for different roles.

Managed daily operations for a driving school specialising in car and motorcycle training. Oversaw scheduling, client bookings, and ensured all instructors met their responsibilities and maintained service standards.

Key Skills & Responsibilities:

• Handled bookkeeping, invoicing, and general admin to keep the business running smoothly.
• Managed daily schedules, coordinated with clients, and allocated instructors efficiently.
• Supervised driver performance, timekeeping, and professionalism.
• Maintained strong communication with clients and staff to ensure a smooth experience.
• Stepped in wherever needed — from office tasks to operational problem-solving.

• Advanced Troubleshooting: Resolving escalated technical issues that cannot be resolved by basic troubleshooting, including complex internet connectivity problems, email issues, and router configurations.
• Customer Escalations: Handling customer complaints and escalations effectively, providing timely updates and resolutions while maintaining a high level of customer satisfaction.
• Network and System Monitoring: Monitoring network performance and identifying potential issues proactively. Analyzing logs and diagnostic data to diagnose and resolve recurring technical issues.
• Software and Hardware Configuration: Configuring and troubleshooting software applications, routers, modems, and other networking equipment to ensure optimal performance.
• Quality Assurance: Ensuring service quality and adherence to service level agreements (SLAs). Performing regular audits and checks to maintain service standards.
• Documentation and Reporting: Documenting troubleshooting steps, resolutions, and customer interactions accurately in the ticketing system. Generating reports and providing feedback to improve processes.
• Training and Mentoring: Providing guidance and training to new Level 1 support agents. Sharing knowledge and best practices to enhance team competency and customer service skills.
• Emerging Technologies: Staying updated with new technologies, products, and services offered by Mweb. Continuously learning and adapting to changes in the industry to provide effective technical support.
• Customer Education: Educating customers on troubleshooting steps, self-service options, and preventive maintenance to reduce the frequency of support requests.

• Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention
• Assisted with escalated/ more complex issues and tickets through SNOW (ServiceNow)
• Identified, created, escalated and maintained Major Incident tickets and liaised with revenant 3rd parties to efficiently and effectively resolve these tickets.
• Implemented remote desktop support tools to increase efficiency in resolving user problems remotely through RDS. Citrix, Active Directory, O365, Azure,
• Engaged in user support interactions via telephone, chat and email platforms using crm, avaya, contact pro, O365 (Ms Teams and Outlook)
• Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
• Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
• Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
• Liaised with the team and other Service Analysts / customer on open incidents ensuring no incidents is left unattended beyond SLA.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Provided after-hours support as needed to minimize business impact during downtime events.
• Proactively identified recurring issues and worked with relevant departments and third party companies to implement solutions.
• Supported a diverse range of users across multiple countries.
• Installed, configured and maintained computer systems and network connections.
• Assisted with access and permissions requests for various applications
• Enhanced customer satisfaction by providing timely, accurate, and empathetic support.

• Resolved complex technical problems customers were facing with their internet connection, voip services and email/ hosting and domains through advanced troubleshooting techniques.
• Provided remote desktop support to customers experiencing technical difficulties navigating through their computers through Teamviewer
• Assisted with more complex ticket resolving and escalation queries through emails and calls.
• Was part of a designated tasking team for iiNet dealing only with more complex tickets.
• Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
• Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
• Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
• Assisted in Sales department with signing up new clients
• Became multi skilled to assist with the needs of more sales agents
• Assisted customers with choosing the correct tailored services for the consumption and promoting the iiNet Brand.

• Answered incoming calls, directing clients to individuals addressing specific needs.
• Handled complaints and questions, and re-directed calls to other team members.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
• Ensured that site was up to date with latest prices, stock etc
• Created and Sent Quotes, Invoices etc.

• Generated high-quality leads by researching and identifying potential clients through various online platforms.
• Delivered consistent results by setting achievable goals and working diligently towards achieving them each month.
• Implemented data-driven approaches to identify trends in lead generation efforts, optimizing tactics for better results over time.
• Developed and maintained lasting customer relationships through quick turnaround and strong communication skills.

• Handled customer inquiries and suggestions courteously and professionally.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Customer Service: Greeting customers, assisting with inquiries, and providing a positive shopping experience.
• Cash Handling: Accepting payment in the form of cash, credit cards, debit cards, or other electronic payments.
• Operating Point of Sale (POS) Systems: Scanning goods, entering prices manually, and ensuring accurate transactions.
• Bagging Items: Packing purchases into bags or containers and ensuring items are handled with care.
• Processing Returns and Exchanges: Handling customer returns or exchanges according to store policies.
• Maintaining Transaction Records: Keeping track of sales and balancing cash drawers at the end of shifts.
• Resolving Customer Issues: Addressing customer complaints or issues regarding service or products.
• Stocking and Cleaning: Keeping the cashier station tidy, restocking items as needed, and maintaining cleanliness.
• Following Procedures: Adhering to company policies and procedures regarding transactions, refunds, and other operations.
• Teamwork: Collaborating with other cashiers and retail staff to provide efficient service and support overall store operations.

Completed Modules:

BSM1501 Business Management 1A 75% Distinction

MAC1501 Intro to Management Account 79% Distinction

QMI1500 Elementary Quantitative Math 90% Distinction

CAS1501 Perspectives on Accountancy 79% Distinction

BSM1602 Business Management Fund 1B 80% Distinction

ETP2602 Hum Res Manage For Entrepr 88% Distinction

ETP2601 Entrepreneirial Skills 94% Distinction

FAC1601 Financ Accounting Reporting 77% Distinction

AUE1501 (Intr to Auditing) Passed

CLA1501 (Commercial Law) Passed

ENG1512 Eng For Economic & Proc Passed

FAC1502 Fin Acc Prin, Concept & Proc Passed

INF1501 Into to Business Inform Systems Passed

TAX1501 Taxation of Salaried Persons Passed

AUE2602 Corp Govern in Accountancy Passed

AUI2601 Intern Auditing: Theo & Prin Passed

BSM2601 Business Management IIA Passed

ETP3702 Entrepreneurship IIIB Passed

ETP3701 Entrepreneurship IIIA Passed

MAC2602- In progress

FAC2602-In-progress

Tax3701- In progress